Credit & Accounts Lead, Member Services

Responsibilities

• Member-Facing Credit and Account Support
• Serve as a primary point of contact for members' credit and account-related inquiries relating to payments, account activity, and spending requests
• Manage internal and external communications via third-party platforms
• Communicate clearly and professionally with high-net-worth members, balancing service excellence with policy and risk considerations
• Resolve routine credit-related requests independently while escalating complex cases with appropriate context
• Operations & Administration
• Execute credit and account-related operational workflows, including process documentation updates, payment tracking, account reviews, and exception handling
• Maintain accurate and timely member records to ensure clean handoffs and audit-ready documentation
• Process & Cross-Functional Collaboration
• Follow established credit and account procedures while identifying opportunities to improve clarity, efficiency, and consistency
• Contribute to internal documentation, templates, and process updates as operations scale
• Collaborate cross-functionally with Onboarding, Finance, Credit, and Risk partners, demonstrating strong communication and alignment across teams

Requirements

• 2-4+ years of experience in customer service, client operations, or relationship management
• Prior experience supporting high-net-worth or enterprise clients in financial services or related environments
• Strong written and verbal communication skills, with the ability to explain nuanced topics clearly and confidently
• Comfort working under pressure in a fast-paced environment while managing multiple priorities effectively
• Highly organized, detail-oriented, and dependable with strong follow-through
• Demonstrated ability to work cross-functionally through clear communication, responsiveness, and sound judgment
• Tech-forward and systems-comfortable, with a working knowledge of Microsoft Office and Google Workspace, familiarity with Slack and Zendesk is a plus
• Exposure to credit, finance, lending, payments, or risk-adjacent environments
• High proficiency in Excel/Google Sheets, Zendesk, Slack, data visualization tools
• Why Join Us
• Join a rapidly growing, mission-driven fintech redefining premium membership experiences.
• Work alongside a passionate, high-performing team that values empathy, accountability, and creativity.
• Be part of a culture that rewards autonomy, encourages innovation, and treats its employees with the same level of care we provide our members.
• Full medical, dental, and vision coverage, with dependent contribution.
• 401k Plan.
• Flexible Time Off, so you can take the time you need.
• Work from Home Reimbursement to set up your space for success!

Benefits

Additional Information

As a Credit & Accounts Lead, you will serve in a member-facing role, supporting credit and account-related inquiries while contributing to operational execution. You will work closely with Credit, Onboarding, and Risk teams to ensure members receive timely, accurate, and thoughtful support across credit and account-related touchpoints. This role is well-suited for someone who brings a strong client service foundation with technical expertise, operates comfortably in fast-paced environments, and demonstrates initiative in a role that continues to evolve within a growing startup.

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